Privacy policy

1. Who we are

WarmDispatch (“we,” “us”) provides missed-call recovery, SMS qualification and appointment-booking software to residential HVAC contractors (“Customers”). This policy describes how we handle personal information for two groups of people: our Customers (the contractors who subscribe), and the homeowners and businesses who contact those Customers (“End Users”).

For End User data, the Customer is the controller of the information and we act as a processor on their instructions. If you are a homeowner who received a text message, the HVAC company whose name appears in the message is responsible for that communication.

2. SMS consent and opt-out

Text messaging is the core of this service, so it gets its own section.

• Consent. Our Customers are responsible for obtaining and documenting consent for recurring SMS from every person they message, and for complying with the Telephone Consumer Protection Act (TCPA), applicable state law, and their carrier’s messaging requirements. We provide consent-status tracking, but we do not obtain consent on a Customer’s behalf.
• Disclosure in messages. Every automated message template we ship includes the sending business name and opt-out language: “Reply STOP to opt out.” Message and data rates may apply. Message frequency varies with the conversation.
• Opt-out. Replying STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT to any message ends automated messaging from that number. The opt-out is honored immediately and applied across every automation on the account. Replying START re-subscribes. Replying HELP returns the business’s contact information.
• No marketing by default. The system is configured for transactional, service-related messaging tied to an inbound inquiry or a scheduled appointment. Customers who add promotional messaging must obtain separate express written consent for it.
• Quiet hours. Automated sends are suppressed between 9:00 PM and 8:00 AM in the Customer’s configured time zone by default.
• Carrier sharing. Mobile information is not sold, and consent for SMS is not shared with third parties or affiliates for their own marketing purposes. It is shared only with the messaging providers required to deliver the message.

3. Information we process

From Customers: business name, contact name, email address, phone numbers, billing details processed by our payment provider, team member names and roles, service-area ZIP codes, office hours, escalation contacts, and message templates.

From End Users, on behalf of Customers: phone number, name, service address and ZIP code, the description of the issue in their own words, urgency, whether they are a new or existing customer, appointment details, SMS message content and timestamps, call metadata (time, duration, answered or missed), consent and opt-out status, and lead source.

Automatically: log data, device and browser information, IP address, and product usage events needed to operate and secure the service.

From website visitors who request a demo: the company name, contact name, work email, phone number, team size, current scheduling software and free-text description you enter in the demo request form, plus your consent to be contacted. That form is delivered to us by Formspree, a third-party form processor, which stores the submission and forwards it to our inbox. We use it only to contact you about the demo you requested. Ask us at privacy@warmdispatch.com and we will delete it.

We do not intentionally collect government identification numbers, financial account numbers, precise geolocation, biometric data, or health information. Please do not send that information by text. If an End User volunteers health-related context (for example, mentioning a household member’s medical needs when describing urgency), it is stored as free text in the lead record and treated as sensitive; it is not used for any purpose other than prioritizing the service request.

4. How we use information

• To send automated text-back and follow-up messages on the Customer’s behalf.
• To generate suggested reply drafts, classify service type and urgency, and detect safety keywords that require human escalation.
• To create lead records, book appointments, and send reminders and follow-ups.
• To provide account reporting to the Customer.
• To bill Customers, provide support, prevent abuse, and meet legal obligations.

We do not sell personal information, and we do not use End User message content to train third-party foundation models. Message content sent to an AI provider for reply drafting or classification is transmitted under agreements that prohibit its use for model training.

5. Automated processing and its limits

The service uses automated decision-making in a limited way: it classifies inbound messages, drafts replies, offers appointment windows within rules the Customer configures, and flags potential safety emergencies for human handling. These automated outputs are constrained so that the system does not diagnose equipment faults, does not diagnose or advise on hazards beyond directing a person to leave and contact emergency services, does not quote prices, and does not promise arrival times outside published availability. Customers can require human approval before any message is sent.

The service is not a safety, monitoring, or emergency-response system. It cannot detect a gas leak, fire, or carbon monoxide. It only reacts to what a person types.

6. Sharing

We share information with service providers that make the product work, each under contract and only for the purpose described:

• Messaging and telephony — to deliver and receive SMS and to detect missed calls.
• AI providers — to draft replies and classify message content.
• Calendar and field-service tools — where the Customer connects them, to create holds and push booked jobs.
• Payment processing — to bill Customer subscriptions. We do not store full card numbers.
• Cloud hosting, logging and error monitoring.
• Form processing — Formspree receives and forwards demo requests submitted on this website.

We may also disclose information when required by law, to enforce our terms, or in connection with a merger or acquisition, in which case we will provide notice.

7. Retention

Lead records, message transcripts and call metadata are retained for the life of the Customer’s account and for 90 days after termination, after which they are deleted or de-identified. Opt-out records are retained longer, because we are required to keep them to continue honoring the opt-out. Billing records are retained as required by tax and accounting rules. Customers can export their data as CSV at any time and can request earlier deletion of specific records.

8. Security

We use encryption in transit and at rest, role-based access control, least-privilege internal access, audit logging, and periodic review of third-party providers. No system is perfectly secure; we will notify affected Customers without undue delay if a breach affecting their data occurs.

9. Your rights

Depending on where you live, you may have the right to access, correct, delete, or receive a copy of your personal information, to opt out of sale or sharing (we do not sell), and to be free from discrimination for exercising those rights. End Users should contact the HVAC company that messaged them, since that business controls the record; we will assist that business in responding. Customers can contact us directly at the address below.

10. Children

The service is intended for business use and is not directed to children under 16. We do not knowingly collect personal information from children.

11. International

The service is operated in the United States and intended for use by U.S. contractors. If you access it from elsewhere, you consent to processing in the United States.

12. Changes and contact

We will post material changes to this policy on this page and update the “last updated” date. Questions about privacy, consent records, or a data request: privacy@warmdispatch.com.